Manages Healthcare Program, which includes 10 Supervisors and 225 agents at peak. Responsibilities include manage performance for multiple key performance indicators, staffing to meet client needs and to ensure it is done to ensue profitability for the company. Participation in daily Client meetings and remote meetings from employees across the world working in cross functioning capacities to ensure business needs are met. Attrition mitigation is also an intricate role in the position to include fostering of relationships, rapport and engagement from onboarding to production. Key decisions that effects the financial ROI and P&L for the organization to including hiring, reduction in force, balance of ratios according to contractual obligations and concentration of driving incentive programs that generates revenue. Responsible also for ensure that staffing needs are met real time, weekly and monthly to ensure Client needs are met. Attends daily and weekly meetings with members of Workforce Management to align business needs, ensure optimization and allocation of resources and to ensure training delivery, coaching, cross skilling and agent movement takes places as needs change. Owns Service Level, ASA, AHT and SIR at the Site level. Also collaborates with Global teams to identify needs to hire new agents as needed. Makes financial decisions to include incentives for agents, new skills, lines of business implementation and ad hoc programs. Ultimately responsible for understanding and carrying out deliverable outlined in the contractual statement of work and to ensure a beneficial partnership between the company and the Client.

Manages day to day Operations for Sprint Customer Care Account Services Retention Desk. Responsible for coaching, developing and leading 9 Supervisors and 2 Quality Analysts into a high performing team that drives positive trends for overall deactivation rate and a positive Customer Service Experience. Reduction of churn and influence aggressively evaluated and responsible that all levels under hierarchy are well versed in updated methods, processes and actions that are geared to results positive for investors and financial success of the organization. Direct reports of 120 and reports directly to General Manager of the site. Partnered with Workforce Manage team to ensure staffing needs are met and assisted via monitoring site activity to ensure contractual obligations are met in terms of staffing requirements. This included Service Level Agreements, SIR, ASA and AHT. Works closely with Vendor Manager as well Senior Vice Presidents to calibrate and collaborate effective cross functioning teams as well to ensure consistency and continuously learning and discovery. Additional duties include shoring up staffing as needed, hiring of agents, Supervisors and Operations Managers and HR practices.

Responsibilities including coaching and developing Ten Operations Supervisors (tenured and new supervisors) and to ensure that agents under hierarchy are being coached and developed as well. Total amount of direct reports vary from 125-160. Provides support and implements strategic business objectives from the client as well. Responsible for the hire of new employees, Supervisors and Operations Managers (as applicable) Ensures that the business unit is productive and exceeds key performance indicators set by the Client as well. Inspects that actions are taken to correct behaviors that are not indicative of performance standards at the agent and supervisor level. Holds weekly staff meetings to ensure streamlined processes and communication take place that is presented to the agent level and attends Supervisor team meetings to reiterate objectives at the agent level on a biweekly basis. Also responsible for working with our Workforce Management Team to ensure staffing movement, training, coaching and obligations are met contractually in terms of ASA, AHT, SIR and Service Level targets. Closely coordinates with the General Manager of the site to ensure that all things from an Operations standpoints are being achieved to include budget, financials, attrition and overall site performance. Ultimately responsible for termination of employees after constructive coaching has been done and documented with no positive trend. Acted as Acting General Manager in their absence as applicable. Responsible to work closely with staffing department and lead to ensure Service Level/Index are being met and to drive utilization to company goal to maximize financials and call counts as well. As needed, coordinates to slide shifts for incorporate OT to fill gaps as directed by the Client for demand purposes.